Help & Support

Choose the topic you need help with below. If you can't find the answers here, please contact us via telephone, email or the live chat.

TOP Questions

May I receive my bill by paper format?

Yes. When signing your contract, JOIN offers you the opportunity to choose to receive your invoice by email (PDF) or by postal mail. Simply check and select the desired option in the contract. You can change at any time by calling our Call Center at +352 671 009 009 or by visiting one of our Experience Centres (list, schedules and contacts by following this link : http://joinexperience.com/contact.html).

Please note that you will be charged € 2.50 per month if you want to receive your invoice by paper instead of by email.

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My phone no longer works or has dysfunctions, what should I do?

Whether caused by a fall or by some unknown reason, your device may present technical failures.

In this case, the first thing to do is go to one of our Experience Centres with your device and the purchase’s invoice, to meet one of our technicians at the Support Desk. Depending on the model and the type of problem, the technician will offer you to initiate a repair on the spot, or send it directly to the manufacturer for repair.

The technical problem can be covered by the warranty, insurance or not. In every cases, JOIN will offer the best solutions to your problem.

To visit one of our Support Desks, see our page by following this link: http://joinexperience.com/contact.html

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In case of lost PIN and PUK code, what should I do?

In case of lost or forgotten PIN, the mobile phone will ask you to enter the PUK code (after three incorrect PIN). Just enter the PUK code received with the SIM card. You can then choose a new PIN.

Please note that after 10 incorrect PUK codes throughout the life of the SIM card, the card will be out of order and will require replacement.

In case of loss of the PUK code, please contact our Call Center at +352 671 009 009 or visit one of our Experience Centres (list, schedules and contacts by following this link : http://joinexperience.com/contact.html).